Flight compensation firm AirHelp have published its annual ranking of the world’s best airlines. The report gives carriers a score out of 10 according to three criteria: on-time performance (OTP), customer service, and claims processing.
After analysing on a wealth of scheduling, compensation, and survey data, Qatar Airways clinched the top spot with an overall score of 8.16. Its customer service score of 9.1 was the highest of any airline on the list, testifying to its superior onboard experience. Etihad Airways ranked second, scoring 8.07 overall, and Virgin Atlantic third with 8.03.
In the different categories, AirHelp’s data found Oman Air had the best on-time performance, followed by KM Malta Airlines and Copa Airlines. Tunisair was the worst-performing airline for timely arrivals and departures, scoring only 3.4 out of 10.
Middle Eastern and Asian airlines dominated the customer service ranking: after Qatar Airways‘ top score of 9.1 came Dubai-based Emirates (9), then Saudia (8.9). Unsurprisingly, low-cost carriers scored poorly in this category, with Irish no-frills carrier Ryanair at the bottom of the list (6.6), followed closely by LCCs Jetstar (6.9) and Spirit (7).
Despite scoring poorly for on-time performance, AirHelp ranked TAP Air Portugal as the best airline for claims processing. Scoring a healthy 8.3, TAP were joined on the podium by Brussels Airlines (8) and Qantas (7.9).
AirHelp’s top 10 airlines overall
- Qatar Airways – 8.16
- Etihad Airways – 8.07
- Virgin Atlantic – 8.03
- Qantas – 7.99
- KM Malta Airlines – 7.85
- Aeromexico – 7.84
- Oman Air – 7.82
- Saudia – 7.69
- Brussels Airlines – 7.66
- LOT Polish Airlines – 7.65
Top 10 airlines by on-time performance
- Oman Air – 8.8
- KM Malta Airlines – 8.7
- Copa Airlines – 8.7
- Saudia – 8.6
- SAS Scandinavian Airlines – 8.5
- Aeromexico – 8.4
- Kuwait Airways – 8.4
- LOT Polish Airways – 8.3
- Vueling Airlines – 8.3
- Qatar Airways – 8.3
Top 10 airlines by customer service
- Qatar Airways – 9.1
- Emirates – 9
- Saudia – 8.9
- Singapore Airlines – 8.9
- El Al Israel Airlines – 8.8
- Etihad Airways – 8.8
- Thai Airways International – 8.7
- Oman Air – 8.7
- Garuda Indonesia – 8.6
- Japan Airlines – 8.5
Top 10 airlines by claims processing
- TAP Air Portugal – 8.3
- Brussels Airlines – 8
- Qantas – 7.9
- American Airlines – 7.8
- Virgin Atlantic – 7.6
- Air France – 7.5
- Etihad Airways – 7.4
- Air Serbia – 7.3
- KM Malta Airlines – 7.3
- El Al Israel Airlines – 7.2
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